• Why am I unable to connect to an application that I have used before?
  • The most frequent reason this happens is that employee's change their name, change their department, or change jobs.
    • Name change: If you changed your name, perhaps to or from a married name, you may need to notify us of this change. While our database is updated from official campus records, this process is not fully automated so the time it takes depends on a number of things.
    • Department change: Applications restrict the ability to view or modify department documents to current department employees. When you change departments, if you do not updated your official campus record, the application may not recognize you as an approved user for the new department.
    • Jobs change: Job titles have specific duties and privileges associated with them. When you change jobs, the permissions you had in your previous job do not automatically transfer with you. In fact, you may have a whole new set of permissions with your new job that need to be set up.
• The application is taking a long time to run. How do I know if there is a problem with the application?
  • Since each computer hosts many applications, it is possible that the the application may take longer to run if a high number of other people are running applications at the same time. An application is more likely to be influenced by other applications at the end of the week, at the end of the month, or near an important deadline date.
  • In general, if an application is running, but responding slowly over a period longer than 30 minutes, it is likely the application is working fine but the computer is experiencing heavy usage.
  • Be aware that some applications move relatively large amounts of data to and from databases, such as when proposals are due. It is not uncommon for heavy usage to slow a server down for an hour or two. However, the server will usually continue to operate albeit at a slower pace.
  • If an application that normally responds in seconds takes longer than 5 minutes, or an application that normally responds in minutes takes more than 15 or 30 minutes, it is likely that your computer, the network, or the application has a problem. If you computer works fine for everything else, then you can rule that one out. If you can get to Google and searches execute quickly, then you can rule out the network as the source of the problem.
• Why is an application I used in the past not working for me anymore?
  • If an application has recently been upgraded to utilize newer technology, it may be that you will need to update your computer to use the new technology.
  • The application has been moved to a new location and you are trying to access it from an old location. This is common for applications that users only use once or twice a year.
• What should I do when the application isn't working as it should?
  • Try checking the results of your work. If you can confirm that the results are not as expected, meaning you get the same incorrect result while performing the same action more than once, they you should report the issue.
  • Make sure you understand the business process and check with the approving official to make sure they have not changed the way they conduct the process.

When should a user request application support?

• If the nature of your question relates to the business process, then you should contact a person knowledgeable about that business process.
• If the nature of your question relates to any of the following, then you should contact BADG:
  • You know you need to use an application, but you do not know where or how to access the application.
  • You encounter an error when you try to log into the application or during the use of the application.
  • You are not getting the result you previously received from the application.

• What information should a user provide when requesting support?
  • Your name and department,
  • The name of the application,
  • The web address (URL) you use to access the application,
  • A description of what business process you are trying to complete, and
  • The exact wording of the first line of the error message, if any, and what action you were performing when you got the error when applicable.

Request a New Application or a Change to an Application

• Request Application Form (Word document which requires email submission) or:

Contact

Contact hs-support at: BADG Support.